This zabbix mediatype will create or close Topdesk incidents based on triggers. You'll find a xml for importing the mediatype as well as the seperate script which handles the Topdesk API calls.

To get this to work you'll need to do the following steps:

• Create a Topdesk user and enable it for API access
• Create Zabbix mediatype by importing the xml
• Fill in the gaps: parameters for the media action and enable a trigger receiving zabbix user to use it.

• https://developers.topdesk.com/documentation/index.html#api-Incident-UpdateIncidentById
• https://developers.topdesk.com/tutorial.html#show-collapse-usage-createAppPassword

• Modules > Supporting files > Permissiongroup > Create group ‘API Access first line call management’
• Section Reporting API:

• API > Rest API:
  • read
  • Use Application password

• Section Call Management (can also be done with seperate group), for example

• First line calls
  • Read/Write/Create
  • Close calls

• Modules > Supporting files > Operators > Create Operator

• Surname
• (Location)
• Authorization
  • +group: API Access first line call management
  • Operator group
  • +group: existing operator group
  • Topdesk Login: username: zabbix, set password!
  • Login permission
  • Set Application password

• User menu > settings > Application password > Add
• Choose application name and expiration date
• Copy generated application password!

Now it is time to the API Access to Topdesk. We need a base64 encoded userid and key string.

• base64 encode :
• echo -n zabbix:1a2bc-34de5-6fg78-hi90j-k12lm | base64 (emFiYml4OjFhMmJjLTM0ZGU1LTZmZzc4LWhpOTBqLWsxMmxt

• curl -v -X GET
  -H "Authorization: Basic emFiYml4OjFhMmJjLTM0ZGU1LTZmZzc4LWhpOTBqLWsxMmxt"
  -H "Accept: application/json"
  -H "Content-Type: application/json" \ https://company.topdesk.net/tas/api/incidents

This should return a last of the last 20 incidents.

See: https://www.zabbix.com/documentation/current/manual/config/notifications/media/webhook

You can either create the webhook yourself, paste the script and create the parameters or import the XML.

From the Zabbix webinterface, choose Administration > Media types.

• Import > choose topdesk-incident-triggers.xml
• Now adjust the media type for your environment and edit the new Topdesk mediatype

• Parameters:

• required params:

  • authentication: base64 encoded :
  • urlAPI: Base URL Topdesk API: https://.topdesk.net/tas/api
  • eventvalue: {EVENT.VALUE}
  • eventupdate: {EVENT.UPDATE.STATUS}

• parameters used during creation of incidents (eventvalue=1/eventupdate=0):

  • briefDescription: {ALERT.SUBJECT}
  • request: {ALERT.MESSAGE}
  • callerExternal: If filled this will be used as the caller for the incident. No Topdesk check on this field.
  • callerEmail: if callerExternal is blank, the callerEmail has to be filled with a valid Topdesk enabled email adres.
  • operator: id of operator
  • operatorGroup: id of operator group At least an operator group id must be supplied. Find it in the results of the curl API test!

• parameters used on close (eventvalue=0/eventupdate=1)

  • incident_id: {EVENT.TAGS.incident_id} Event tag is created during initial incident creation and retrieved from Topdesk. Used for updates on incident

• returned values in TAGS:
  • create: incident_id incident_nr

I still have to figure out the menu entry name and URL. It should be possible to generate a direct user accessible URL to the incident.